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Author Topic: **CEX.IO Bitcoin Exchange ** Buy Bitcoins with Cards in iOS / Android App***  (Read 421533 times)
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ARTHurt
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November 29, 2017, 11:58:34 AM
 #2601

Hey Cex, can you please explain why you play arround with payment processors?

My previous withdrawal, greater than 10k eur where your Compliance team got into scene to check and aprove, arrived instantly in my bank account, the same bank of yours - intrabank transfer... which was fine!

But why, in the name of God, the Finance team can't use the same bank for super easy instant intrabank transfer, when confirming withdrawals of less 10k?

Is it still CryptoCapital involved here for my last withdrawal??
If it takes again for one month to get the money I think I kill myself Sad

Reason: I got the confirmation email from Finalert but no instant payment, means you send the money again from other bank, instead the one you used for my previous withdrawal.

Unfortunately, we cannot comment such details, but we all the time is looking for the best options, sorry for the delay. We are in the first place look for the way to speed up the procedures in terms of our business.
can you please take a look at Request #355629?
It's been 2 month I'm waiting for verification plus, also all my deposits are blocked as you mentioned earlier
I indeed want to use your service, but support team? huh
Also all the necessary documentations are provided upon request, if there is a need of something else just let me know

Hello, sorry for the delay, we understand your frustration, we are sending the reminders every day to our compliance team, also please check your email, they can ask for additional information directly

Dear CEX,

With all the respect, I think it's also a lot of incompetence somewhere... to be polite ...

It's been one week since withdrawal was confirmed, yet nothing in my bank account.

I'm saying this because it's so obvious, while the previous withdrawal arrived instantly MIEGLT21 to MIEGLT21, showing clearly that you have the possibility to send from the same bank and actually have the possibility to work in the client's interest, then upon the next withdraw your Finance opts to send from CryptoCapital to MIEGLT21 which was proved previously that took one full month.

I don't understand you, really! Why should you choose to complicate the things and create this situation when everything can be simple especially when it was just proved it can be done much easier!

Do you have financial issues? Do you lack liquidity in your banks and can't afford to be fluent in payments? Isn't it so obvious that intra-bank transfers are in our both interest? (while you still charge the 10EUR commission ,sending money free of charge and also instant for my benefit)

What is wrong with you?
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Jendeh
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November 29, 2017, 11:14:12 PM
 #2602

Emails are not answered, on twitter I got ignored, and even on here I got Ignored with 2 pending withdrawals worth of €26000+, I asked just 2 simple questions can you please answer my ticket?

Only 1 withdrawal is processed, where is my second withdrawal? I am waiting now 9+ days.
Ticket ID: 405949


Hello, as we have informed you, your payment has been completed. We send a reminder to a Finance team and asked to update you on a ticket with payment details. Just a kind reminder according to our payment schedule, withdrawal can last up to 20 bank days. Anyway, you will be updated by our Finance team as soon as they get information.

UPDATE:
Withdrawal 1) requested on 15-11-2017:
Got Finalert e-mail that it was sent on: 23-11-2017 > Received 29-11-2017 (= 4 Business/Banking days)


However I still did not received the withdrawal 2) requested on 16-11-2017:
Got Finalert e-mail that it was sent on: 27-11-2017 > I Did Not Yet Received This Withdrawal > (4 Business/Banking days would be: 1-12-2017) Let see when it will arrives, I will keep updated.



Question for future:
- Can I in future withdrawal faster? Or does it always take soo much time?
- Also can I now deposit / withdrawal cryptocurrency instantly in the future?
- If I want to add an mastercard in future, do I need to verify again?

Can you respond to my Ticket id: 397454 ? Thanks.

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November 30, 2017, 09:06:43 AM
 #2603

Dear Cex Support team,

Please help me to verify my kyc document Ticket ID: 390334 (My ID: Up109221685)
- My deposit (BTC and BCH) was pending for 10 days already please help to solve this urgently.

Hope to get fast feedback from your team, Thank you.


Dear Support team,

I have checked my activity and my Email there is no any staff give any feedback

Can you please help solve this urgently, I cannot do anything with my coin for almost 2 weeks !!

Thank you


Sorry for the delay, we have sent a reminder to our Finance and Compliance from our side too.

Dear Support Team,

I have got response in my account activity, I would like to say thank you for the feedback

This is the Message:

"Thank you for your request.

The recent BTC and BCH transactions were still not completed as our Risk department has temporarily suspended an option to make any deposits/withdrawals on your account until the AML/KYC procedure is completed.

The information you have provided regarding 'Your activity request' was delivered to the Risk department and should be processed in the nearest time.

Please take our apologies for the delays, our Risk Department is now heavily loaded.
We have sent them a reminder with your username for your case to be checked as soon as possible.

We are sorry for the inconveniences caused and highly appreciate your patience on this matter."


I hope this issue will solve in the nearest time ..

I will keep updated until this was solved.

Thank you

Dear Support team,

I have wait for another 2 days and there is no response again.

Hope that someone will take care this problem.

Thank you


There is no any feedback for my issue. I still wait your compliance team to clear this case.

Thank you
samuel_t
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November 30, 2017, 11:08:47 AM
Last edit: December 01, 2017, 06:56:59 PM by samuel_t
 #2604

Dear CEX Support team,

I have been waiting for your response about my withdrawal of BTC for two days. I have submitted 2 tickets enquiring my withdrawal of BTC (Ticket ID: 419989, and 420881).

In my transaction history, I see that my btc withdrawal transaction is marked as "100% completed" with a transaction id. When I enquire the tx id in blockchain.info, it says "transaction not found".

My withdrawal transaction time is 2017-11-28 18:36:22 and transaction amount is 0.72BTC.

Please take a look at my issue as I receive no response and no follow-up since I raise this issue 36 hours ago.

Thank you.

Update:

As there are so many complains about CEX.io, I want to clarify my case in order to let you know what exactly happened.

The missing transaction in block chain is not their problem. I understand it is not CEX.io's but blockchain issue. The delay time of appearance in bitcoin block chain explorers is causing a lot of anxiety these days.

It takes nearly 3 days for the transaction to be confirmed in blockchain. After that, I can see the transaction is published. So, please just wait when you encounter similar case.

Thank you for CEX.io Support staff.


julio369
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December 01, 2017, 05:16:42 AM
 #2605

Hello CEX,

I've got a deposit pending since Nov 10th, more than two weeks ago now. I've submitted all the documentation that I've been asked for. What do I have to do for you to make my funds available? All I get from the Service Desk is a generic response.

Service Desk reference: 409438

I appreciate any help you can provide

Thank you

Hi CEX, I got a reply from your finance team telling me not to worry and stating that your compliance team is still reviewing my deposit. I appreciate you answering my service desk ticket, nevertheless it's been three weeks now and this is not good enough, I am very worried. I don't understand why it's taking this long for your compliance team to complete its review. Please, unlock my deposit.
CEX
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December 01, 2017, 03:58:02 PM
 #2606

Dear CEX Support team,

I have been waiting for your response about my withdrawal of BTC for two days. I have submitted 2 tickets enquiring my withdrawal of BTC (Ticket ID: 419989, and 420881).

In my transaction history, I see that my btc withdrawal transaction is marked as "100% completed" with a transaction id. When I enquire the tx id in blockchain.info, it says "transaction not found".

My withdrawal transaction time is 2017-11-28 18:36:22 and transaction amount is 0.72BTC.

Please take a look at my issue as I receive no response and no follow-up since I raise this issue 36 hours ago.

Thank you.

Hello, sorry for your waiting, you have been updated via your tickets

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julio369
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December 01, 2017, 06:01:19 PM
 #2607

Hello CEX,

I've got a deposit pending since Nov 10th, more than two weeks ago now. I've submitted all the documentation that I've been asked for. What do I have to do for you to make my funds available? All I get from the Service Desk is a generic response.

Service Desk reference: 409438

I appreciate any help you can provide

Thank you

Hi CEX, I got a reply from your finance team telling me not to worry and stating that your compliance team is still reviewing my deposit. I appreciate you answering my service desk ticket, nevertheless it's been three weeks now and this is not good enough, I am very worried. I don't understand why it's taking this long for your compliance team to complete its review. Please, unlock my deposit.

Finally my funds we're unlocked. I really hope CEX improve upon their compliance review process because their trading platform is good. Crypto is growing fast they need to scale up and provide a better service.
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December 02, 2017, 01:27:45 PM
 #2608

Hey Cex, can you please explain why you play arround with payment processors?

My previous withdrawal, greater than 10k eur where your Compliance team got into scene to check and aprove, arrived instantly in my bank account, the same bank of yours - intrabank transfer... which was fine!

But why, in the name of God, the Finance team can't use the same bank for super easy instant intrabank transfer, when confirming withdrawals of less 10k?

Is it still CryptoCapital involved here for my last withdrawal??
If it takes again for one month to get the money I think I kill myself Sad

Reason: I got the confirmation email from Finalert but no instant payment, means you send the money again from other bank, instead the one you used for my previous withdrawal.

Unfortunately, we cannot comment such details, but we all the time is looking for the best options, sorry for the delay. We are in the first place look for the way to speed up the procedures in terms of our business.
can you please take a look at Request #355629?
It's been 2 month I'm waiting for verification plus, also all my deposits are blocked as you mentioned earlier
I indeed want to use your service, but support team? huh
Also all the necessary documentations are provided upon request, if there is a need of something else just let me know

Hello, sorry for the delay, we understand your frustration, we are sending the reminders every day to our compliance team, also please check your email, they can ask for additional information directly
Hello again,
this thing above was resolved and I finally got the answer I was waiting for.
But now I'm not sure if my deposits are still blocked or not and I'm afraid to send any BTC to my account, what can we do about this? I opened a ticket... 430565
xtyling
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December 02, 2017, 09:32:51 PM
 #2609

Has anyone been able to withdraw money to a VISA prepaid card ?

Mine is being rejected
fote
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December 03, 2017, 08:46:40 AM
 #2610

Hi Support,

I made two Zcash withdrawals yesterday and it's almost 24hrs and still "transaction is being processed". Did you run out of Zcash?

I have had a smooth experience till this issue and it's bugging me because I needed to make an urgent payment yesterday.

This is unacceptable. What I don't get is the card deposits came through fine but withdrawals are pending payment verification. What does that even mean guys?

If there's a possibility to cancel the transaction so I use different method pls advise.

My user ID  is up104347179. Please fix this quickly.

Thanks.
donmarkon
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December 03, 2017, 02:11:57 PM
 #2611

Hi Support,

I made two Zcash withdrawals yesterday and it's almost 24hrs and still "transaction is being processed". Did you run out of Zcash?

I have had a smooth experience till this issue and it's bugging me because I needed to make an urgent payment yesterday.

This is unacceptable. What I don't get is the card deposits came through fine but withdrawals are pending payment verification. What does that even mean guys?

If there's a possibility to cancel the transaction so I use different method pls advise.

My user ID  is up104347179. Please fix this quickly.

Thanks.

I have same problem even on main screen it says that my withdrawal was rejected!
CEX please check my ticket 434221

Thank you
fote
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December 03, 2017, 09:16:59 PM
 #2612

Hi Support,

I made two Zcash withdrawals yesterday and it's almost 24hrs and still "transaction is being processed". Did you run out of Zcash?

I have had a smooth experience till this issue and it's bugging me because I needed to make an urgent payment yesterday.

This is unacceptable. What I don't get is the card deposits came through fine but withdrawals are pending payment verification. What does that even mean guys?

If there's a possibility to cancel the transaction so I use different method pls advise.

My user ID  is up104347179. Please fix this quickly.

Thanks.

I have same problem even on main screen it says that my withdrawal was rejected!
CEX please check my ticket 434221

Thank you

My issue got sorted this afternoon.
itthikhun
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December 04, 2017, 05:54:49 AM
 #2613

Dear Cex Support team,

Please help me to verify my kyc document Ticket ID: 390334 (My ID: Up109221685)
- My deposit (BTC and BCH) was pending for 10 days already please help to solve this urgently.

Hope to get fast feedback from your team, Thank you.


Dear Support team,

I have checked my activity and my Email there is no any staff give any feedback

Can you please help solve this urgently, I cannot do anything with my coin for almost 2 weeks !!

Thank you


Sorry for the delay, we have sent a reminder to our Finance and Compliance from our side too.

Dear Support Team,

I have got response in my account activity, I would like to say thank you for the feedback

This is the Message:

"Thank you for your request.

The recent BTC and BCH transactions were still not completed as our Risk department has temporarily suspended an option to make any deposits/withdrawals on your account until the AML/KYC procedure is completed.

The information you have provided regarding 'Your activity request' was delivered to the Risk department and should be processed in the nearest time.

Please take our apologies for the delays, our Risk Department is now heavily loaded.
We have sent them a reminder with your username for your case to be checked as soon as possible.

We are sorry for the inconveniences caused and highly appreciate your patience on this matter."


I hope this issue will solve in the nearest time ..

I will keep updated until this was solved.

Thank you

Dear Support team,

I have wait for another 2 days and there is no response again.

Hope that someone will take care this problem.

Thank you


There is no any feedback for my issue. I still wait your compliance team to clear this case.

Thank you


My issue go for 26 days and still counting on. It seem that no one interest to help, and it just verify documents ...

My money also struck here for 26 days. Not have any feedback at all.

I know your compliance team got heavy workload but I'm not sure that in verification documents process customer need to wait for a month long ?

Thank you
dekana
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December 04, 2017, 07:21:38 AM
 #2614

After my first bank wire took 2 weeks for CEX to process I decided never to send or receive bank wires from them again.

Their card withdrawal is pretty quick though ( instant ).

my 2 cents
mettalmag
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December 04, 2017, 05:17:54 PM
 #2615

Hey Cex, can you please explain why you play arround with payment processors?

My previous withdrawal, greater than 10k eur where your Compliance team got into scene to check and aprove, arrived instantly in my bank account, the same bank of yours - intrabank transfer... which was fine!

But why, in the name of God, the Finance team can't use the same bank for super easy instant intrabank transfer, when confirming withdrawals of less 10k?

Is it still CryptoCapital involved here for my last withdrawal??
If it takes again for one month to get the money I think I kill myself Sad

Reason: I got the confirmation email from Finalert but no instant payment, means you send the money again from other bank, instead the one you used for my previous withdrawal.

Unfortunately, we cannot comment such details, but we all the time is looking for the best options, sorry for the delay. We are in the first place look for the way to speed up the procedures in terms of our business.
can you please take a look at Request #355629?
It's been 2 month I'm waiting for verification plus, also all my deposits are blocked as you mentioned earlier
I indeed want to use your service, but support team? huh
Also all the necessary documentations are provided upon request, if there is a need of something else just let me know

Hello, sorry for the delay, we understand your frustration, we are sending the reminders every day to our compliance team, also please check your email, they can ask for additional information directly
Hello again,
this thing above was resolved and I finally got the answer I was waiting for.
But now I'm not sure if my deposits are still blocked or not and I'm afraid to send any BTC to my account, what can we do about this? I opened a ticket... 430565

Dear CEX
you have the best "this is not my fucking job" support team. Some dude from support is checking in my requests and closing them from time to time, or replying standard copy paste "thank you, goodbye"
I'm trying to understand are my deposits open or not, I'm trying to understand this for a week now, maybe more.
Is this so hard to answer yes or no? Or if it happens every damn time to every suspicious customer just make a big red fucking button on your page that says "do not deposit" ?!
Jendeh
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December 05, 2017, 01:59:34 PM
 #2616

Emails are not answered, on twitter I got ignored, and even on here I got Ignored with 2 pending withdrawals worth of €26000+, I asked just 2 simple questions can you please answer my ticket?

Only 1 withdrawal is processed, where is my second withdrawal? I am waiting now 9+ days.
Ticket ID: 405949


Hello, as we have informed you, your payment has been completed. We send a reminder to a Finance team and asked to update you on a ticket with payment details. Just a kind reminder according to our payment schedule, withdrawal can last up to 20 bank days. Anyway, you will be updated by our Finance team as soon as they get information.

Can you please ask Finanace Team to respond to ticket: 397454 ? I still did not received the withdrawal requested on 16-11-2017. Thank you.
miguelmirpuri
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December 05, 2017, 04:23:28 PM
 #2617

Dear CEX.IO,

I didnt receive my first withdrawal of EUR 5184.97 (EUR 5174.97 with fees included) but i have received the other two that i requested after that one.

My first SEPA transfer was completed on their website on 28 Nov, but i haven´t received the funds until now. I submitted support tickets but only got automatic replies.

Im really worried because these are almost all my personal savings...

User: up103914944
Ticket# 427066
itthikhun
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December 05, 2017, 04:30:47 PM
 #2618

Dear Cex Support team,

Please help me to verify my kyc document Ticket ID: 390334 (My ID: Up109221685)
- My deposit (BTC and BCH) was pending for 10 days already please help to solve this urgently.

Hope to get fast feedback from your team, Thank you.


Dear Support team,

I have checked my activity and my Email there is no any staff give any feedback

Can you please help solve this urgently, I cannot do anything with my coin for almost 2 weeks !!

Thank you


Sorry for the delay, we have sent a reminder to our Finance and Compliance from our side too.

Dear Support Team,

I have got response in my account activity, I would like to say thank you for the feedback

This is the Message:

"Thank you for your request.

The recent BTC and BCH transactions were still not completed as our Risk department has temporarily suspended an option to make any deposits/withdrawals on your account until the AML/KYC procedure is completed.

The information you have provided regarding 'Your activity request' was delivered to the Risk department and should be processed in the nearest time.

Please take our apologies for the delays, our Risk Department is now heavily loaded.
We have sent them a reminder with your username for your case to be checked as soon as possible.

We are sorry for the inconveniences caused and highly appreciate your patience on this matter."


I hope this issue will solve in the nearest time ..

I will keep updated until this was solved.

Thank you

Dear Support team,

I have wait for another 2 days and there is no response again.

Hope that someone will take care this problem.

Thank you


There is no any feedback for my issue. I still wait your compliance team to clear this case.

Thank you


My issue go for 26 days and still counting on. It seem that no one interest to help, and it just verify documents ...

My money also struck here for 26 days. Not have any feedback at all.

I know your compliance team got heavy workload but I'm not sure that in verification documents process customer need to wait for a month long ?

Thank you

Today Support team manually complete my deposits (so I get all my crypto coin) and request me to summit more document in order to complete my verification.

I would like to say Thank you CEX support team for takecare my problem.

Case is solved now.

Thank you.
miguelmirpuri
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December 05, 2017, 04:56:50 PM
 #2619

Dear CEX.IO,

I didnt receive my first withdrawal of EUR 5184.97 (EUR 5174.97 with fees included) but i have received the other two that i requested after that one.

My first SEPA transfer was completed on their website on 28 Nov, but i haven´t received the funds until now. I submitted support tickets but only got automatic replies.

Im really worried because these are almost all my personal savings...

User: up103914944
Ticket# 427066

Can you please help me to solve this? I still didnt receive this withdrawal, SEPA should take maximum 2 days and it has been almost a week...

Miguel
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December 05, 2017, 05:25:18 PM
 #2620

Dear CEX.IO,

I didnt receive my first withdrawal of EUR 5184.97 (EUR 5174.97 with fees included) but i have received the other two that i requested after that one.

My first SEPA transfer was completed on their website on 28 Nov, but i haven´t received the funds until now. I submitted support tickets but only got automatic replies.

Im really worried because these are almost all my personal savings...

User: up103914944
Ticket# 427066

Can you please help me to solve this? I still didnt receive this withdrawal, SEPA should take maximum 2 days and it has been almost a week...

Miguel

Hi Miguel, while cex is too busy to answer I'll try to calm you down... normally yes it should take max. 48 hrs for a SEPA but from unknown reasons, when Cex is sending through CryptoCapital payment partner, a simple withdrawal becomes a process taken from 19th century... horses with carriage moving the cash across countries.
When you have waited 48 hrs and money didn't hit your account expect it between at least a week to one month.
Don't bother to raise support tickets to Cex because all you get is apologises...
Just rest sure the money will arrive one day (this is for sure) and try to keep calm and patient...

I've been there several times ....
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